Data Platforms Associate/1st line support
Posted 5 days ago by Pontoon
£20 Per hour
Undetermined
Onsite
Bristol City Centre, UK
Summary: The IT Service Desk Specialist role at Pontoon involves providing first-line support for Reporting and Analytics applications within a busy Data Platforms team. The position requires managing incidents, user access, and coordinating changes while ensuring compliance with data governance controls. The ideal candidate will have experience in service desk roles and a strong understanding of ITIL processes. This is a 6-month contract based in Bristol with the possibility of extension.
Key Responsibilities:
- Act as the first point of contact for incidents and service requests via JIRA/service desk
- Log, categorise, triage, and resolve tickets, escalating to 2nd line where required
- Perform daily system health checks and proactively log/manage issues
- Review weekend batch streams and backup performance, escalating exceptions
- Manage user access and security provisioning (including Active Directory updates)
- Conduct periodic access audits ensuring compliance with data governance controls
- Coordinate and implement Change Requests (CRs)
- Promote and migrate changes into Test and Production environments
- Support developers with application access, deployments, and troubleshooting
- Provide clear communication and status updates to business and IT stakeholders
Key Skills:
- Experience in a Service Desk/Application Support role
- Strong understanding of ITIL processes and change management
- Good knowledge of Windows-based enterprise applications
- Highly organised, process-driven, and detail-oriented
- Strong communication skills with the ability to build trusted stakeholder relationships
Salary (Rate): £20.00 per hour
City: Bristol
Country: UK
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.
Job Title: IT Service Desk Specialist/1st line support
Location: Bristol 5 days on site
Contract Type: 6 months - possibility for extension
We're looking for an experienced IT Service Desk Specialist to join a busy Data Platforms team supporting Reporting and Analytics applications.
This role will suit someone who enjoys working at the intersection of IT operations and the business - managing access, supporting applications, coordinating changes, and triaging incidents through the service desk.
Key Responsibilities:
Act as the first point of contact for incidents and service requests via JIRA/service desk
Log, categorise, triage, and resolve tickets, escalating to 2nd line where required
Perform daily system health checks and proactively log/manage issues
Review weekend batch streams and backup performance, escalating exceptions
Manage user access and security provisioning (including Active Directory updates)
Conduct periodic access audits ensuring compliance with data governance controls
Coordinate and implement Change Requests (CRs)
Promote and migrate changes into Test and Production environments
Support developers with application access, deployments, and troubleshooting
Provide clear communication and status updates to business and IT stakeholders
Skills & Experience:
Experience in a Service Desk/Application Support role
Strong understanding of ITIL processes and change management
Good knowledge of Windows-based enterprise applications
Highly organised, process-driven, and detail-oriented
Strong communication skills with the ability to build trusted stakeholder relationships
Tech Environment (desirable)
Windows Server | Active Directory | Oracle | SQL Server | Power BI | OBIEE | SSIS | IIS | PowerShell | VMware | JIRA
Please be advised: if you haven't heard from us within 48 hours, then unfortunately your application has not been successful on this occasion. We may, however, keep your details on file for any suitable future vacancies and contact you accordingly.
We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.